Customer Service Manager

LESTER WILLIAM JOHNS JR.

*** ******** ****

Penn Laird, VA 22846

(540) 432- 0235 E-mail ******.*******@*****.***

OBJECTIVE

A challenging management position in a growth oriented, customer focused

company where my talents, education and experience will allow me to pursue

a successful career and make a meaningful contribution.

SUMMARY

Competencies include 12 years experience in effective interpersonal and

management skills, in-depth knowledge of warehouse and transportation

operations, in both a manufacturing and DSD warehouse environment.

EDUCATION

BS, Urban and Regional Planning . Southwest Texas State University, San

Marcos, TX Aug. 1998

Minor in Economics

Associate's Degree, Hazardous Material Mgt . Palo Alto College, San

Antonio, TX Dec. 1995

National Honor Society Graduate . East Central High School, San Antonio, TX

May 1993

EXPERIENCE

WhiteWave Foods- Mt. Crawford, VA 2007 -

Present

Distribution Manager

Oversee total distribution network for WhiteWave Foods in Mt Crawford, to

include customer relations, order fill rates, on-time deliveries and direct

resupply operations to our sister plants. Direct and control operating

budget associated with rolling fleet in three separate departments, direct

labor costs, outside contractors and inventory controls.

. Manage 60 union employees, 10 clerical staff, 5 Supervisors and an

Operations Manager.

. Negotiated a new forklift lease program that resulted in a 160K saving

over the term of the lease.

. Implemented new auditing process of outbound loads to address customer

service complaints resulting in a 50% reduction of OS&D chargeback's.

. Successfully utilized current technology to monitor and reduce damage

to warehouse and forklifts due to operator neglect.

. Effectively raised employee moral through effective communication and

floor presence.

. Emphasized attention to customer service level to maintain a 99.5%

order fill rate.

. Identified a cost savings of 200K per year by transferring our product

to outside warehouse with our labor verses outside vendor.

. Effectively managed inventory process with our production management

team to eliminate variances between warehouse inventories and

production reports.

. Developed and Implemented picking / loading strategy to reduce carrier

detention charges by 60k in three months.

. Develop and manage 9 million dollar budgets across two departments.

KELLOGG'S SNACKS - Oklahoma City, OK and Birmingham, AL

2003-2007

Distribution Center Manager

Mange the daily operational activities of warehouse and fleet for a

Distribution Center within a direct store delivery network. Assures timely

and cost effective delivery of customer orders in partnership with sales

team.

. Manage office, warehouse and delivery personnel and fleet across

multiple locations

. Support external and internal customers: customer service, store

relations, sales support, and vendor relations

. Ensure compliance to all Federal and State regulatory requirements:

DOT, Sec. 404, AIB, Internal/External Audits, DQF, HOS and random drug

testing

. Responsible for a safe work environment: forklift training, conduct

safety meetings and manage worker comp.

. Develop and manage a 2.5 million dollar budget: accountability to

labor, fleet management, facility expense

. Provide leadership for employees: supervision of staff, PMP's,

Union/Employee relations, HR and payroll compliance

. Manage Inventory to meet customer requirements: order fill, capacity

planning, deployment, forecasting, add/cuts

. Manage supply chain to meet 48 hour - DC to shelf - order cycle:

receiving, picking, shipping, route management, order accuracy

. Maintain an effective operation: facility and fleet management,

maintenance, sanitation, and external vendor services

. Manage multiple IT platforms: SAP, Cadec, PTV, DEX

. Rerouted delivery trips resulting in the reduction of three delivery

trips that account for a 15K saving per year

. Established new inventory process that reduced inventory variance of

21% down to <0.5%

. Implemented a new selection process the enable us to reduce one head

count without impact to customer service

. Improved fleet preventive maintenance program from a 37% overdue down

to 0%

. Received Excellence in safety award 2004

. 2005 budget attainment @ 105%

H.E. BUTT GROCERY COMPANY - San Antonio, Texas 1999-

2003

Supervisor - Low Velocity Retail Support Center - (LVRSC)

Responsible for daily warehouse operations: receiving, inventory control,

product selection and all shipping activities.

ADDITIONAL SKILLS

. Advanced knowledge of Windows programs, Microsoft Office, CICS, IMS,

CICS II, SAP

. Extensive training in hazardous materials and solid waste management

. Accomplished in environmental and OSHA regulations

. Proficient in business communication, memos, letter and report

writing, Excel and PowerPoint presentations

Contact this candidate